eBranch Manager
5 days ago
Houston
Job Description General Job Description The eBranch Manager is responsible for the service and efficient daily operation of the credit union office, including member service, operations, regulatory compliance, and security in accordance with the credit union’s objectives. Provide a superior level of member service relations and promote the service culture through coaching, guidance, member interaction and staff motivation. The manager is a highly visible presence in the eBranch and leads the service culture by example. Motivated by success and passionate about overall performance of the team, as well as working and achieving higher results. Essential Duties & Responsibilities • Oversee the overall service experience and performance metrics of the eBranch, including member response times, service levels, wait times, loan and deposit production, and employee engagement., • Develop and implement servicing strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses; contribute insights to organizational strategic plans., • Collaborate with the eBranch Assistant Manager to ensure a consistent, engaging, and positive employee experience., • Maintain cross-training in eBranch Solutions including remote account services, new accounts, remote loans, and debit/credit card controls., • Stay current on trends in eBranch operations by attending workshops, reviewing publications, networking, benchmarking best practices, and identifying business opportunities and risks., • Create and maintain training materials and documented procedures for systems, products, services, policies, and regulatory compliance., • Train or oversee training of eBranch employees in handling calls, member inquiries and requests, and cross-selling credit union products and services to ensure efficient and high-quality service delivery., • Monitor and report on daily, monthly, quarterly, and annual metrics to assess employee efficiency, response time, accuracy, new business, trends, and member satisfaction., • Monitor calls for professionalism, accuracy, and content; provide developmental coaching to support employee growth and strengthen member relationships., • Support employees in resolving complex member issues, questions, or complaints to ensure proper follow-up and member satisfaction., • Maintain and improve eBranch operations by monitoring system performance, resolving issues, managing call routing, conducting audits, and overseeing quality assurance programs., • Recruit, select, orient, train, assign, mentor, coach, counsel, and discipline employees to meet eBranch objectives., • Administer scheduling systems and manage job expectations, performance reviews, compensation actions, and policy enforcement., • Provide leadership through effective goal setting, delegation, motivation, and communication., • Manage eBranch financial objectives by budgeting, controlling expenditures, and analyzing variances., • Align self-service channels to ensure a seamless and consistent member experience., • Take ownership of new and evolving responsibilities; seek opportunities to add value to the role and organization., • Conduct regular team meetings to communicate policy changes and discuss areas for improvement., • Foster and maintain positive relationships with both co-workers and members by actively embracing and demonstrating MCCU's culture, known as IMPACT. Education & Experience • College degree or a combination of experience and college education sufficient to perform job functions., • 2 or more years of management experience within the financial services industry., • 3-5 years of Customer Care/Call Center Skills/Abilities • A significant level of trust and diplomacy is required, in addition to courtesy and tact., • Excellent communication skills— verbal, written, and listening skills, • Ability to articulate concepts and positions well while dealing with a diverse group of members, staff, and management., • Ability to speak effectively before groups of members or employees, • Make prudent decisions that are timely, well researched and understand their organization impact., • Promote a collaborative, cooperative and productive work environment to meet performance goals., • Ability to deliver, encourage and sustain a positive and professional work environment., • Ability to address concerns in a consistent and fair manner as well as maintain the highest level of confidentiality when needed, • Ability to prioritize and organize work in a multitasked environment with strong attention to detail, • Excellent judgment, reasoning, and problem-solving skills with a proactive approach., • Significant knowledge of financial services operations and the ability to coach others for optimum performance. Physical/Mental Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. • While performing the duties of the job, the employee is regularly required to stand, sit, walk, use hands to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear., • The vision requirements include close vision and ability to adjust focus., • The mental demands include detailed work, problem solving, member contact, reasoning, math, language, written and verbal communications, analytical reasoning, stress, multiple concurrent tasks and constant interruptions., • Nature of position requires physical mobility and ability to lift a minimum of 50 pounds., • The mental demands include detailed work, reasoning, math, language, written and verbal communications, and multiple concurrent tasks.